Nidhi Goel

• Serving as a customer-facing subject matter expert of highly sophisticated, proprietary NCR POS software.
• Enhanced system performance by identifying and resolving technical issues through technical troubleshooting and root cause analysis for both post production and pre production.
• Collaborated with stakeholders to communicate client requirements effectively.
• Presented findings and recommendations to clients and stakeholders through clear visualizations, reports, and presentations that facilitated informed decision making.
• Contributed to the continuous improvement of internal processes by sharing insights, suggestions, and lessons learned from past experiences with peers and management.
• Enhanced project management skills by defining and presenting system solutions and timelines for business needs or technical problems.
• Managed multiple domain(hardware/software/vendor) issues simultaneously while prioritizing deadlines effectively under pressure through meticulous organization skills and time management.
• Collaborated with cross-functional teams to complete complex projects on time and within budget constraints, meeting or exceeding project requirements.
• Increased client retention rate by building strong relationships through effective communication and understanding their goals.
• Analyzed client business processes to propose optimal software applications for unique requirements.
• Technologies//Tools Used: Jira, Confluence, ServiceNow, Qtest, Splunk, SQL, MS Office

• Lead NCR L3 application support team(onsite and off site) working at Whole Foods Market(client) headquarters in Austin for R10 product implementation, which involved deploying and supporting the Retalix based POS solution and payments system.
• Performed Incident Management, Problem Management, Change Management, CoE, Defect Management.
• Presented data-driven insights to stakeholders, guiding business strategy and decision-making processes.
• Assisted in refining client's company-wide policies related to product support services for better alignment with business objectives.
• Reduced client complaints with proactive identification of recurring technical problems and implementing long-term fixes.
• Mentored team members, helping them develop critical problem-solving skills and technical expertise for better customer experience.
• Developed comprehensive troubleshooting guides for faster issue resolution and enhanced team efficiency.
• Responded promptly to incoming sales leads such as RFPs and requests for technical support.
• Worked closely with technical teams, product teams and business teams, hardware teams on both client side and product side to improve product quality, reducing the number of support requests.
• Managed workload distribution among team members, ensuring timely response to high-priority tickets and sticking to SLAs.
• Created clear escalation procedures for complex issues, ensuring efficient collaboration between support tiers, tech teams, product teams and business teams,.
• Fostered strong relationships with key stakeholders through transparent communication practices and consistent followups.
• Advocated for end-users'' needs during product development stages, resulting in more user-centric solutions that reduced support intervention requirements.
• Identified potential sales and cross-selling opportunities and informed supervisor.
• Collaborated with vendors to locate replacement components and resolve advanced problems.
• Established performance metrics to monitor progress and identify areas for improvement, driving continuous enhancement in service delivery.
• Analyzed customer feedback data to identify trends in product performance, working closely with development teams to address concerns.
• Quarterly and monthly reviews with leadership.
• Technology/Tools Used: Splunk, Confluence, JIRA, Qtest, MS Office, ServiceNow, Powershell, SQL

• Provided subject matter expertise and technical expertise on NCR's POS solution implemented at Whole Foods Market as Senior Product Analyst.
• Implemented monitoring tools to proactively detect potential issues before impacting users.
• Performing root cause analysis, prioritize and translate these issues and scenarios to change requirements for technical and functional teams.
• Worked closely with development teams and product teams to prioritize bug fixes and feature requests based on customer feedback.
• Mentored and onboarded client's own L1 and L2 support team.
• Leveraged SQL queries for troubleshooting complex issues, leading to quicker resolutions.
• Provided exceptional customer service, addressing concerns promptly and accurately.
• Delivered feedback on troubleshooting guides and contributed to continuous improvement of issue resolution and support processes.
• Identified, triaged and escalated issues to internal personnel along with clear outline of problems and technical detail.
• Troubleshot and tested client-reported product defects and liaised with quality assurance for deployment of fixes.
• Diagnosed and troubleshot hardware, software and network issues.
• Responded to customer inquiries and provided technical assistance over phone and in person.
• Installed and configured operating systems and applications.
• Installed, configured and maintained computer systems and network connections.
• Monitored system performance to identify potential issues.
• Developed and implemented preventive maintenance procedures.
• Helped streamline repair processes and update procedures for support action consistency.
• Collaborated with vendors to locate replacement components and resolve advanced problems.

• Part of the client facing team working out of Target’s headquarters in Minneapolis for their first international footprint expansion project, which involved deploying and supporting the Retalix based POS package and Payments system.
• Coordinating POS (Point of Sale) and Payments System Support Operations to achieve application stability while adhering to application support processes related to incident/change/problem management.
• Quick and efficient troubleshooting of high severity issues.
• Interviewing end users to understand reported issues, recreating them in test environment and recording the scenarios.
• Performing root cause analysis, prioritize and translate these issues and scenarios to change requirements for technical and functional teams.
• Validating, verifying and documenting (using workflow diagrams) package customizations and business processes.
• Working on package integration and roll out/release plan while ensuring risk and mitigation readiness.
• Performing extensive data analysis using SQL Server and MS Excel for business logic validation.
• Creating and maintaining knowledge repository for all issues and their respective resolutions for faster troubleshooting.
• Preparing and presenting technical reports/metrics to broad range of stakeholders by collecting, analyzing and summarizing information/trends.
• Primary contact from TCS for Target special initiatives such as Peak Season Planning/Execution and Global Command Centre.
• Working with other capabilities such as Merchandising, Pricing, Business, Finance within Target.
• Conducting knowledge sharing sessions for the team members to keep them abreast with new and latest happenings.
• Technology/Packages Involved: SQL, MS - Excel, MS PowerPoint, Requirements Analysis, Retalix, Powershell, SharePoint, ServiceNow, .Net

• Partnering with the Transformation leaders to identify industry trends and synthesizing complex
  information to develop high impact learning strategies for TCS professionals.
• Enhanced employee performance by developing and implementing comprehensive training programs.
• Facilitated engaging workshops and seminars, promoting a culture of continuous learning within the organization.
• Designing and publishing Quarterly Training Calendars for both onsite and off-site associates. Conducted over 500+ trainings for approx. 10,000 associates globally.
• Source and manage partners and vendors such as IBM, Microsoft, Retalix, JDA for partner specific training.
• Designing and maintaining L&D intranet (SharePoint) page for information and updates for everyone. Maintaining training materials repository for ongoing use.
• Providing blended learning solutions, e.g. web-based, classroom/instructor-led.
• Collaborating with SMEs, internal system/process content owners to deliver clear and actionable training initiatives, e.g. Legal, IT compliance, Facilities/Safety, etc.
• Defining and gathering user feedback analyses for training content and delivery enhancement.
• Analyzing data and provide regular reports/metrics to key stakeholders on progress and impact of learning programs.
• Reviewing training policies and provide recommendations for improvement.
• Technology Involved: MS Excel, MS Word, MS PowerPoint, SharePoint, iCALMS (TCS Learning
  Management System)

Client: Commonwealth Bank of Australia

• Key developer for the migration of ATM Web application from VB6.0 to .Net 3.5 for providing more business functionalities.
• Analyzing existing application and gathering new requirements from client, hence, developing unit level design.
• Developing various modules using Oracle DB, PL/SQL, .Net platform. Testing the developed code at unit level.
• Performing Integration Testing. Providing support for User acceptance test and production implementation.
• Production support for applications.
• Technology/Packages Involved: ASP.Net, C#, VB.Net, Ajax, JavaScript, CSS and .Net Windows services, Oracle 10g, PL/SQL, and VSS.

• Starting my career off as a ‘Systems Engineer’ with TCS, I was involved in a couple of projects with Agilent Technologies.
• Data consolidation, archiving, analysis and purging for the data received from a newly acquired company Varian.
• Mapping data and migrating objects from Development instance to Testing Instance.
• Resolving defects logged in by the user in HP Quality Center.
• Technology/Packages Involved: Oracle Apps 11i, Oracle 10g, UNIX, GL Module - Oracle Apps, Kintana, Clear Case, HPQC, and Data Loader

• Client: Nucleus Software
• This is where I learned to code. I was part of the Development team for building an efficient web-based comprehensive time and attendance management software product.
• Product integrates across various kinds of RFID card, pin, magnetic stripe and biometric (fingerprint, Iris, palm and others) readers and credentials.
• Understanding the client requirements.
• Preparing Design documents.
• Developing web-based UI.
• Generating reports.
• Implementing and Testing features.
• Technology/Packages Involved: ASP.Net, C#, VB.Net, Java Script, SQL Server, and VSS